Senior Support Analyst - Supply Chain Technology Operations
Company: Disability Solutions
Location: Los Angeles
Posted on: September 25, 2024
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Job Description:
Description & RequirementsWho we are lululemon is a
yoga-inspired technical apparel company up to big things. The
practice and philosophy of yoga informs our overall purpose to
elevate the world through the power of practice. We are proud to be
a growing global company with locations all around the world, from
Vancouver to Shanghai, and places in between. We owe our success to
our innovative product, our emphasis on our stores, our commitment
to our people, and the incredible connections we get to make in
every community we are in. About this team The Global Supply Chain
Portfolio team supports portfolio management, transformation &
operations for Upstream Supply Chain and Global Fulfillment
Technology. The organization is responsible for +$70M in capital
delivery and has +400 people in it. This team is responsible for
overseeing portfolio practices to enable program managers under
each team. We are also the central source of information for timely
and relevant communication of enterprise activities like annual and
strategic planning, dependency management, quarterly planning etc.
The team is evolving to take responsibility for a large portfolio
transformation which is required to elevate people, process &
technology through consistent delivery frameworks, capacity
planning, budget management, dependency management & portfolio
reporting. The team also enables operational activities such
organization strategy, financial management & analysis, workforce
planning & labour strategy, partner relationships (EPPM, P&C,
Procurement, FP&A & more). The goal of this work is to simplify
and enable managers and directors in Global Supply Chain Technology
and provide more time and insights to elevate their programs and
portfolios. A day in the life: --- As a Senior Support Analyst, you
are expected to collaborate with the portfolio team on the
following responsibilities and apply your proficiency providing
valuable support to the team: --- Analyze the current state of IT
service processes, identify gaps and issues, and propose solutions
and improvements. Ensure teams are within ITSM standard and follow
best practices. This includes Incident, Change, Problem, and
Release Management. --- Define and track key performance indicators
(KPIs) related to release management, Incident, Change, Problem,
and Release Management. Use data-driven insights to drive
continuous improvement. Change & Release Management --- Monitor and
manage change requests, ensuring all necessary information is
provided and approvals are obtained. --- Coordinate the review and
approval process for both regular and emergency changes. ---
Conduct post-implementation reviews for unsuccessful changes and
provide feedback to relevant teams. --- Facilitate Change Advisory
Board (CAB) meetings, ensuring all changes are discussed and
documented appropriately. --- Communicate updates on approved
changes and upcoming releases to relevant stakeholders. --- Support
the development and maintenance of change management processes,
including peak freeze calendars and business application reviews.
--- Develop and maintain the release calendar, coordinating with
various teams to ensure smooth and timely software releases. ---
Collaborate with project managers, developers, testers, and other
stakeholders to define the scope and timeline of releases. ---
Provide training and support to team members and stakeholders on
release and change management best practices. --- Conduct
post-release reviews to assess the success of each release and
identify areas for improvement. Incident Management --- Regularly
monitor and manage incidents, with a focus on high-severity cases,
ensuring proper escalation and resolution. --- Work closely with
teams to address incident trends and implement improvements to the
incident management process. --- Support the development and
refinement of incident management procedures, particularly during
peak operational periods. --- Coordinate and conduct training
sessions for teams on incident management processes and tools. ---
Conduct Major Incident Reviews to determine root cause and identify
areas for improvement. Problem Management --- Regularly review
problem tickets to track new issues, monitor those nearing or
breaching SLAs, and address any tickets that have been open for
extended periods. --- Work closely with Team Managers to discuss
problem tickets, incident trends, and gather feedback for
continuous improvement. --- Support the ongoing refinement of
problem management processes, particularly during peak operational
periods, and ensure that all relevant documentation is updated. ---
Coordinate and deliver training sessions for teams on problem
management processes and tools, including any recent updates or
changes. Qualifications: --- Bachelor's degree or equivalent
experience CS/CIS, finance, business administration, or other
related field --- Experience working with or in a technology
organization, specifically driving communication and delivery
strategies from either an agile or project level --- Well versed in
all Microsoft Office tools with skillset in Microsoft Excel &
PowerPoint --- Experience creating deliverables (in excel or
PowerPoint) for communication --- Proven success with task
ownership and efficiency in communication & collaboration Must
haves:
Keywords: Disability Solutions, Long Beach , Senior Support Analyst - Supply Chain Technology Operations, IT / Software / Systems , Los Angeles, California
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